Provider Support & Escalations Specialist (On-site LV)

Westlake Services, LLC; Las Vegas, Northern (NV, KY); Hybrid; USD 17,000 - 24,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401K

Employee Stock Ownership Program

Wellness Program

Transit Reimbursement

Certification Programs

Discounts on Parks & Museums

Onsite DMV

Gym Membership Discounts

Job summary

Covered Holdings' Provider Support Team in Las Vegas, NV is seeking a motivated individual to help applicants and merchants with the application and technical inquiries on-site. You will collaborate with multiple departments and providers to resolve complex issues and ensure timely, accurate responses for a seamless customer experience.

Key duties include handling escalations, documenting cases, analyzing trends, contributing to knowledge bases, and following up with customers.

Qualifications

• Experience in customer service, technical support, or related field with a focus on escalation management or issue resolution.
• Strong analytical and critical thinking skills to troubleshoot effectively.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as a point of contact for applicants needing help with the application process.
• Address merchant technical inquiries, provide resolutions and troubleshoot.
• Escalate customer inquiries to ensure prompt and efficient resolution.
• Collaborate with external teams to investigate and diagnose issues.
• Document and track escalated cases with accurate records.
• Analyze trends to identify process improvements and mitigate escalations.
• Follow up with customers after issues are addressed to ensure satisfaction.
• Create and maintain knowledge base articles for common issues.

Skills

Customer service

Escalation management

Problem solving

Communication

Teamwork

Ticketing systems

Proactive mindset

Job description

Covered Holdings' Provider Support Team in Las Vegas, NV is seeking a motivated individual to help applicants and merchants with the application and technical inquiries on-site. You will collaborate with multiple departments and providers to resolve complex issues and ensure timely, accurate responses for a seamless customer experience.

Key duties include handling escalations, documenting cases, analyzing trends, contributing to knowledge bases, and following up with customers.